Effective Date: 1/6/2023
Thank you for shopping at OrthoRug.com.au. We strive to provide you with high-quality products and excellent customer service. This Refund Policy outlines the terms and conditions for returns, exchanges, and lost or stolen packages. By making a purchase on OrthoRug.com.au, you agree to comply with the policies described below.
1.1 Eligibility: We accept returns within 30 days of receiving your order. To initiate a return, you must submit a return request within this timeframe. The item must be in the same condition as when you received it, and it should be in new condition, free from any dog fur, stains, or odours. If the item does not meet these criteria, we may not be able to process the return.
1.2 Return Process: To request a return, please contact our customer support team at email@example.com and provide your order details. We will guide you through the return process and provide further instructions. Please note that you will be responsible for the shipping costs associated with returning the item to us.
1.3 Packaging: If you no longer have the original packaging, you may use another suitable box for the return shipment. However, please ensure that the item is securely packaged to prevent any damage during transit.
1.4 Foam or Blanket Removal: For sanitary reasons, we cannot accept returns once you remove the foam or blanket from its protective packaging.
1.5 Refund: Once we receive and inspect the returned item, we will process the refund. We will refund 100% of the payment made for the returned item, excluding any shipping costs paid.
2.1 Eligibility: We allow product exchanges for different sizes or colors, subject to availability.
2.2 Exchange Process: To request an exchange, please contact our customer support team at firstname.lastname@example.org and provide your order details. We will guide you through the exchange process and provide further instructions. Please note that you will be responsible for the shipping costs associated with returning the original item to us and for the shipping costs of the exchanged product.
- Damaged or Defective Items
If you receive a damaged or defective item, please contact us at email@example.com within 7 days of receiving the order. Include a photo of the damaged item in your email. We will provide further instructions and cover the cost of shipping the damaged item back to us. Once we receive and confirm the damage, we will process a refund or send a replacement, depending on your preference and product availability.
- Lost or Stolen Packages
OrthoRug.com.au is not responsible for lost or stolen packages that have been confirmed as delivered to the address provided for the order. If you suspect that your package is lost or stolen, please contact the shipping carrier and provide them with the necessary information to investigate. If you require assistance during this process, please contact our customer support team, and we will do our best to assist you.
If you have any questions or concerns regarding our Refund Policy, please contact our customer support team at:
Address: 1/242 Grange Road, Flinders Park, 5025, South Australia, Australia
Phone: 1300 599 750
Last updated: 3/6/2023